RR 613 Exploring the nature of unappointed face-to-face contacts in Jobcentre Plus offices
By: Trinh Tu, Claire Lister and Shreena Kotecha
This research was conducted on behalf of Jobcentre Plus by Ipsos MORI Social Research Institute, between 27 March and 13 May 2009. The research provides robust estimates on the total weekly footfall volume (i.e. the number of visitors) across the Jobcentre Plus national network, as well as a more detailed breakdown by visitors with, and without, pre-booked appointments. In particular, the research focuses on visitors who had contact with a member of staff without having a pre-booked appointment (unappointed face-to-face contacts) in order to understand the reasons for unappointed contacts and awareness of alternative contact channels. The report makes a number of recommendations as to how Jobcentre Plus could encourage more people to use telephone and online services.
November 2009 75 pages 297x210mm
ISBN 978-1-84712-656-6
(325KB)